Home Company Products & Services News Support Contact
 
FAQs How Tos Contact Tech Support Download Driver Updates Links to Other Sites
Home > Support > Contact Tech Support  
 

MCCI Product Support Request

If you are having problems with an MCCI product, please take a few minutes to fill out the following form. The information will be submitted in encrypted form using SSL, and sent to MCCI's technical support team. All information supplied will be kept confidential by MCCI, and will only be used to assist in resolving your problem.

Please fill out as much of this form as you can. Some, or all, of these questions may not seem relevant to your problem; in that case, please leave that field blank. However, the more information you can provide, the more rapidly we will be able to resolve your question.

Customer Contact:

Name
Company
Phone
Email

The Device:

USB Device
Device's marketing/sales name
Model Number
Release/revision number
Version of device's firmware
Version of device's drivers
USB Vendor ID/Product ID (VID/PID)

Problem Description:

Can You Reproduce Problem at will?
Describe nature of problem
List exact steps to reproduce problem
List applications running at time of problem occurrence, if relevant
Provide additional relevant information

Host system (info from System Properties, on Windows):

On what OS does the problem occur?
Specify OS Language (e.g. US English, Japanese, German, French, etc.)
What are the system specifications (manufacturer, model, number of CPUs, speed of CPU(s), memory size (RAM), any other relevant info.

Host USB Controller:

How many host controllers are in the system?
If problem is location specific, please specify where problem appears
Location of host controller (motherboard or plug-in card)
If plug-in card, what bus (PCI, PC-Card, etc)
Controller type
Manufacturer/model of host controller
If you have multiple host controllers, please give similar information about other host controllers

USB Cable:

Cable Manufacturer or other ID
Is the cable 1.1/2.0 compliant?
Is the cable on the USB-IF Integrator's List?
How long is the cable (in meters)

USB Hub Information:

Hub manufacturer
Hub model number/description
Are any other downstream ports in use on the hub?
If so, what other devices are plugged into them?
Does failure occur without these devices connected?
If other hubs are connected, how many?

Diagnostics:

Have you been able to get a bus trace of the failure (for example, using a CATC bus analyzer)?
(If so, please forward the trace to us.)
Have you run the USB-IF chapter 9 tests on the device?
(The appropriate tool is usbcv.exe, which can be downloaded from the USB-IF web site.)

  

 

Back to Top Home :: Company :: Products & Services :: News :: Support :: Contact